topic Re: Cannot access university Moodle portal in Broadband

Cannot access university Moodle portal

anon_24 — Tue, 12 Mar 2024 17:50:42 GMT

Hello,

I am unable to access my university's Moodle portal (e-learning site) when using Plusnet. It works fine at the university and through mobile hotspot.

I have cleared cookies and tried several web browsers, but this did not fix the problem. The address is below.

https://moodle4.city.ac.uk

When I try to access it the browers states that 'This site can't be reached', 'moodle4.city.ac.uk took too long to respond' and ERR_CONNECTION_TIMED_OUT

Could I please ask for some advice on how I might rectify this issue?

Many thanks.

Re: Cannot access university Moodle portal

Champnet — Tue, 12 Mar 2024 19:03:49 GMT

I've no problem accessing the site

Are you using Plusnet's DNS servers ?

Re: Cannot access university Moodle portal

bobpullen — Wed, 13 Mar 2024 10:25:04 GMT

Somewhat conjecture, but I've a feeling the University webmasters do not like something about your IP address e.g. incorrectly identifying it as being outside of the UK.

If this is the case, then you may have some success powering your router off for 30 minutes or so before powering it back up again. This will likey assign you a different IP address.

Re: Cannot access university Moodle portal

Mav — Wed, 13 Mar 2024 18:25:20 GMT

@bobpullen I think this might be a static IP.

Re: Cannot access university Moodle portal

anon_24 — Wed, 13 Mar 2024 22:07:23 GMT

I'm not sure what a DNS server is and therefore assume that I am not.

But I am happy to look into this if you point me towards a guide on how to find out.

Thanks.

Re: Cannot access university Moodle portal

anon_24 — Wed, 13 Mar 2024 22:08:25 GMT

I have tried this, but it did not work.

Is there anyway to force an IP change to see if this might work?

Re: Cannot access university Moodle portal

anon_24 — Wed, 13 Mar 2024 22:12:22 GMT

Again, excuse my ignorance, but I am not sure what a static IP is...

Re: Cannot access university Moodle portal

Mav — Wed, 13 Mar 2024 22:29:45 GMT

@anon_24

A static IP is one that never changes when you disconnect/reconnect the router from the internet. If you go to https://www.plus.net/AddOns.html (you need to be logged in) and at the bottom under Static IP it states 'Remove now' then you have a static IP.

Changing the DNS servers can be done in several ways. If you post which router you currently use someone will reply with instructions.

Re: Cannot access university Moodle portal

markhawkin — Wed, 13 Mar 2024 22:48:09 GMT

@anon_24

It's not a general Plusnet issue (I get a login page).

Do you have another device (phone etc.) that you can try to access this website using the Plusnet connection?

If so, does that also fail to connect?

Your success with the mobile hotspot is a good clue that it isn't the device (laptop or whatever) and I assume that generally other Internet functions work OK.

Try (using the Plusnet connection) a search for "Whats my IP address" and see where the page this takes you thinks you are. For me I get "Bromley" (not true but I suspect this is due to the workings of BT's infrastructure).

If you appear to be overseas that may give some clues.

I would also ask for support from the university IT department (tell them your IP address but don't post it on this forum).

Re: Cannot access university Moodle portal

anon_24 — Wed, 13 Mar 2024 22:51:15 GMT

Thanks for the clarificaiton. I do not have a static IP.

The router is a Plusnet Hub One.

Re: Cannot access university Moodle portal

bobpullen — Thu, 14 Mar 2024 08:31:40 GMT

@anon_24 wrote:

I have tried this, but it did not work.

Frustratingly, looks like you were assigned the same IP address.

I can try assigning you a static IP to see if it helps, but if my assumption is correct, it's really the site admins that should be sorting this out. Have you tried contacting their IT department to ask what they're seeing from their side when you try accessing the site?